Frequently Asked Questions (FAQs)


Why should I file a complaint?

Because first and foremost we want to help you get the product or service you paid for. Secondly, no one likes being taken advantage of. It is important for you to let the business know about their sub-standard products or services so that they can correct their unsatisfactory business practices. It may be tempting to just never buy one of their products again, but by doing that, the business is never informed or held accountable for their error. They will continue to provide inferior products or services to millions of consumers, causing them the same frustrations, aggravations, and wasted time and money that finally brought you here for our help. By filing a complaint with us, we are able to give your voice of one the strength of millions through the collective power of the Internet and our media affiliates. This will surely make businesses listen and react. Lastly, not only does your complaint work to help you and the business, it also benefits the millions of other consumers who will come to our Consumer Community to learn from the complaint you filed in order to help them make the most informed purchase decision.

How do you help me?

We hope to help you resolve your complaint by opening a channel of communication between you and the business you are complaining about. We accomplish this by sending an Action Letter informing the business that a complaint has been filed at our website and that we encourage them to contact you directly to discuss and resolve your complaint. Although we cannot guarantee the Action Letter will resolve your complaint, our experience has been that many companies do not respond appropriately to individual complaints, but a letter directly from Richmond Consumer Freelibrary Broadcast Group and our television station partners will usually change their attitude.

How long will it take to complete the complaint form?

It generally takes about ten minutes to fill out the Complaint Form, but depends on how much information you supply.

What if I don't have all of the requested information?

If you do not have all of the information in front of you, anything you wish to add can be done so later. Keep in mind though, that the sooner the Complaint Form is completed with all the necessary information, (your name address, the businesses contact information and an explanation of the complaint) the sooner we can start work on getting your complaint resolved.

Once I have filed a compliant, is there any way I can make changes to what I wrote?

Yes, your complaint can be modified at any time. Once you file a complaint, you will be issued a complaint number and a password. For your security and privacy, the password will be automatically e-mailed to you upon completion of your complaint. To modify your complaint, please go to From here enter your email address and password, which can be e-mailed to you if you have forgotten. You can also reach this page from a link on the "File a Complaint" page. This link is located in the directions to the left of the complaint form titled "Modify an Existing Complaint". Once you have updated your complaint, click the "done" button and the changes will be saved to your complaint form and sent to us for review.

I tried to modify my complaint but I could not get back into it, what should I do?

In order to access your complaint, your email address must be the same you used to file the complaint. Please check to be sure you are using the same email address and have entered the complaint number correctly. If you still are unable access your complaint.

Why do you need my contact information?

We need your contact information to include in the Action Letter so the company will be able to contact you to discuss and resolve your complaint. We request that you give either your telephone number or mailing address because these are the most efficient ways for the company to contact you. Email address and fax numbers are also helpful, but not necessary.

Additionally, we would like your complete mailing address so we may send you a copy of the Action Letter for your records.

Will you sell my contact information?

Information that personally identifies you (i.e. your address, email, telephone number) will not be shared with anyone without your permission. Please see our privacy policy for detailed information.

What happens after I file a complaint?

Once you file a complaint, a trained complaint agent will review your complaint and determine if your complaint is something we can assist you with. Generally, you will receive a response within 24 hours of filing your complaint. We also encourage you to allow us to post your complaint on our Bulletin Boards. Your complaint remains anonymous, and the public display of your complaint assists other consumers as they research products and service providers, and further encourages the business to respond to your complaint.

Do you edit the complaint?

No, we do not edit your complaint in any way, but we will not post or send any complaints containing vulgarities.

Is there a fee for this service?

There is no fee for the Action Letter.

Will I get a copy of the Action Letter?

Yes, we will send you a copy of the letter that we send to the business.

I filed a complaint, but changed my mind. Is it possible to take my complaint off the complaint boards?

If you would like your complaint taken off the complaint boards, please email info@richmondfreelibrary.org with your complaint number, and your complaint will be removed from the boards.




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